Customer Services
Essay Preview: Customer Services
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The core objective of this research is to identify how service and product quality influence customer satisfaction and find out their relationship with customer satisfaction. In this research food quality and service quality are independent variable and customer satisfaction is dependent variable. In this survey questionnaires section has three parts to measure demographic factors, independent variables and dependent variables. There are 20 respondents from one of the well recognized food company named Company of Cooks is selected as a sample. Psychometric testing will use for find out the reliability and strength of the questionnaires. From the research result there are positive significant relationships between place and service quality with customer satisfaction. On the other hand food quality and customer satisfaction is significant; it is in the negative direction. In this survey, place/ambience, service and quality is the main leading factor in determining customer satisfaction rather then price factor.
Keywords: Embience, Customer Satisfaction, Food Quality and Service Quality.
Company Profile:
In 1991 Andrew cooks who was the founder of the Company of cooks opened a restaurant named was Lido café and bar restaurant in central London near Holborn circus. After one year with profit of that shop Andrew cooks open another restaurant near oxford circus named Dairy pub. Then company increasing their business by opening new shops in different place. Thomas find out that the number of tourist increasing gradually in the London. That is why he decided to open restaurant in different tourist attractive place. Now company have 26 restaurant in different tourist attractive place including Greenwich Park, Hyde Park, Imperial War Museum, Kensington Gardens, Royal Opera House ,Southbank Centre, The Regents Park. Company also have one own kitchen where making different kinds of foods (Cake, Muffins and Soup etc ) and delivery to their café and restaurant. In the company kitchen they also provide staff training. Company of cooks also organize different types of party (Wedding, Birthday party) and business conference. Now company has 280 employees (including head office employees) where 110 part-time and 170 full-time employees. In 2011 companies annual turnover ware £8 million.
Introduction:
Customer satisfaction is one of the most significant issues for all types of organisation. It is defines by the customer orientation philosophy and the core objective is to make continuous improvement of the company. (Massinick, 1997). Quality is an approach or universal judgement about the superiority of a service. (Hernon, 2000) In the present global competitive service industry company must delivery quality service for exceeding customer expectation. An organisation success or collapse depends on service quality. In general, most of the organisation measures the customer satisfaction for achieving one thing in common which is organisation success. (Chakrapani, 1998)
According to Edosomwan (1993) ” A customer and market driven enterprise is one that is committed to providing excellent quality and competitive product and service to satisfy the needs and wants of customer well-defined market segment such an enterprise analyse its market capability and provides products and service to satisfy market needs. It consider its customer as a final judges who determine product and service satisfaction level, delivery, price and performance”
Marketing in hospitality sector faces a lot of difficulty in doing business because of high competition among the competitor companies. Different kinds of company follows different kinds of tactic for increasing the level of customer satisfaction. “Customer say that food category and food quality are